Subject: Re: Feedback for Order# 9657685086
From: Shakeeb Arsalan <[email-masked]>
To: Akshay Berry <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Wed, 12 May 2021 04:12:18 -0700 (MST)

Hi Akshay, 

Please accept my apology for that. 

A strict warning will be shared with the Agent who mishandled this. 

And please make sure that the feedback will be shared with all of the Agents & will make sure that all of the concerns which need escalation are actioned immediately. 

Regards 
Shakeeb 

From: "Akshay Berry" <[email-masked]> 
To: "Shakeeb Arsalan" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Manish Kumar" <[email-masked]> 
Cc: "Saurabh Dadu" <[email-masked]>, "Deeksha Dadu" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]>, "Jessie Caparas" <[email-masked]>, "escalations dxbteam" <[email-masked]> 
Sent: Wednesday, May 12, 2021 12:56:49 AM 
Subject: Feedback for Order# 9657685086 

Hi team, 

Please go through all the tickets for the subject order and coach the agents or retrain if required. 

The customer was very unhappy with the way her issue was handled despite providing the correct information to update in multiple occasions via email and chat both. The issue was never escalated and only fake promises were provided by the agents which resulted in the order being undelivered and led to an escalation eventually as the customer was not able to get the gifts she ordered for Eid. 

We had to compensate the customer at the end to make her happy but the customer experience was impacted. Please make sure to inform all the agents to escalate any issue addresses by the customer to avoid such scenarios. 

Regards, 

Akshay Berry 

Email: [ mailto:[email-masked] | 
[email-masked] ] 

T: +971 4 5172125 

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